3 days


A process owner is an individual accountable for the performance of a process and for ensuring the process delivers value to its stakeholders. Process owners manage the requirements of process stakeholders, translate those requirements into process performance objectives, and oversee the entire process design and improvement lifecycle.

This two-day course describes process owner accountabilities and responsibilities, and provides the education needed to own the process of design, reengineering, and improvement of IT Service Management (ITSM), particularly in the context of Agile Service Management. Participants learn how to use Agile and Lean principles and practices to put in place “just enough” process and how to continually align process performance with overall business goals.

This course pricing includes an exam voucher to sit an online proctored exam through the DevOps Institute. The voucher is valid for 90 days. A sample exam paper will be discussed during class to assist with preparation.

  • Closed book
  • 60 minutes
  • 40 multiple-choice questions
  • Pass mark 65% (26 questions)
  • Successful candidates earn designation as a Certified Agile Process Owner

Key Topics

Detailed Info
  • Process Design Basics
  • Agile Basics
  • Scrum Basics
  • Agile Service Management Basics
  • Agile Process Design
  • Agile Process Improvement
  • Measuring Value
  • Process Improvement Tools and Technologies
  • Getting Started
  • Challenges and Critical Success Factors
  • Additional Sources of Information
  • Exam Preparation
Skills Gained
Key Topics
Target Audience

Skills Gained

Participants will develop an understanding of:

  • Basic Agile and Agile Service Management concepts
  • Process owner role and responsibilities
  • Managing and prioritising a process backlog
  • Creating and utilising user stories
  • Collaborating with process stakeholders and other process owners
  • Overseeing Agile process design and improvement activities
  • Managing organisational change activities
  • Monitoring and measuring process performance
  • Conducting process reviews and identifying improvements

Key Topics

Course Introduction

  • Why Processes are important
  • Why Agility is important
  • Why the Process Owner Role is important

Process Design Basics

  • The Elements of a Process
  • Process Owner Responsibilities
    • Process sponsorship
    • Process resourcing
    • Process design and improvement
    • Process management
    • Process awareness
  • Process Owner Knowledge, Skills and Attributes
  • Selecting a Process Owner
  • Related Roles
    • Process Manager
    • Global Process Owner
    • Value Stream Owner
    • Role of a Service Management Office (SMO)
  • The Characteristics of an Agile Process

Agile Basics

  • What is Agile?
  • The Agile Manifesto
  • Why Agile Projects are Successful

Scrum Basics

  • Scrum Roles, Artifacts and Events
  • Scrum Pillars
  • Scrum in a Nutshell
  • Scrum, Kanban or Both?

Agile Service Management Basics

  • Agile Service Management Value
  • Agile Service Management Roles, Artifacts and Events
  • Characteristics of an Agile Process
  • Two Aspects of Agile Service Management
    • Agile Process Design
    • Agile Process Improvement

Agile Process Design

  • Creating and Populating a Process Backlog
    • Personas
    • User Stories
    • Themes
    • Epics
  • User Story Mapping
  • Ordering and Maintaining the Process Backlog
  • Process Design Sprints
  • The Process Owner and Sprint Events
  • Process Implementation
    • Potentially Releasable Process Increment
    • Definition of “Done”
    • Release Planning

Agile Process Improvement

  • Aligning Processes with Strategic Goals
  • CSI Sprints and Plan-Do-Check-Act
  • Sustaining Improvements
  • Assessing Process Maturity
  • Implementing Process Improvements
    • Working with Line Managers
    • Overcoming Resistance to Change

Measuring Value

  • Demonstrating Value
  • Leading and Lagging Performance Indicators
  • Critical Success Factors and Key Performance Indicators
  • Service Level Agreements and Operational Level Agreements
  • Conducting Measurement Reviews
  • Communicating Performance

Process Improvement Tools and Technologies

Getting Started

Challenges and Critical Success Factors

Additional Sources of Information

Exam Preparation

  • Exam Requirements, Question Weighting and Terminology List
  • Sample Exam Review

Target Audience

    • Process owners
    • Process managers
    • Employees and managers responsible for designing, reengineering or improving processes
    • Consultants guiding their clients through process improvement initiatives
    • Anyone responsible for:
      • Managing process-related requirements
      • Ensuring the efficiency and effectiveness of processes
      • Maximising the value of processes

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please call us at +632 8244 2098 or email [email protected].


  • Completion of pre-class reading (see link at right of this page)
  • Familiarity with Scrum
  • Familiarity with IT and IT services
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The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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Pre-Course Requirements

This course has requirements which must be completed before commencing.
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